You're already a savvy traveler, so the first step is simple: glance over your travel insurance policy. Get familiar with what's covered, and gather everything you need to support your claim (receipts, medical bills, doctors notes, travel documents, etc).

Your claim(s) must be filed within 90 days of the incident. Register your IMG account to track your claims. To expedite the process, we recommend submitting your claims online once you are logged in.

Claims take time to process, but don't get discouraged. Your insurance provider might ask for more details, so be ready to respond. It may take up to 30 days to be processed by your insurance administrator.

If your claim status is: Claim Pending

You're almost there! IMG has taken a look at your claims, and they just need a little more information to move the process along. Once they receive everything they need, they will review the missing pieces and process your claim(s) per the policy guidelines. They may request documents such as medical records, completed forms, proof of payment, travel documents, etc

Feeling unsure about what they need? No worries - It's simpler than you might imagine. Just login to your IMG Account and find your Explanation of Benefits (EOB). Take a look at the notes on your statement - that's where you'll find all the clues you need.

If your claim status is: Processed

This means your payment was issued OR your claim was denied. You will receive a notification via email, requesting you to login to your IMG account to review the status of your claim. IMG will send you a copy of your Explanation of Benefits via ground mail, to the address on file.

Note: The dollar amount may indicate $0 covered as IMG cannot process any claims until the missing information is received. The claim review will re-open when IMG receives the documents requested.

What to expect if your claim is approved

Great news! This means that your claims were approved per the policy guidelines and will be processed for payment.

• If the claim indicates a dollar amount lower than expected, please locate your Explanation of Benefits. Deductibles, provider discounts, and/or co-pays may have been applied, per the policy terms.
• If the claim indicates a dollar amount paid, the funds will be sent directly to the provider or recipient indicated on the claim form.

If your claim(s) were denied, proceed to Step 3 below.

We understand how disheartening it can be to have your travel insurance claim denied. While we are not able to influence the insurance company's determination, we encourage you to submit additional information which you believe will support your claim. Remember, you have the right to appeal and request IMG to review your claim again. Your appeal must be submitted within 60 days from the date the notice of denial was mailed.

Important: Please note that $0 paid may not always mean the claim was denied. You need to view your Explanation of Benefits in case additional information is needed.